A customer service audit shouldn't use mail questionnaires. Rather it should intercept customers as they leave the store to ask them about their experience in the store.
Indicate whether the statement is true or false
Question 2What type of attitude scale is being used when a Subaru customer is asked to choose one response from the following scale:I was completely satisfied with the condition of my new car when I picked up this car from the dealer.
a. Semantic differential scale
b. Likert scale
c. Stapel scale
d. Numerical scale
Question 3Name the six core standards of marketing.
Question 4A customer service audit:
a. tells the retailer which unprofitable customers (for example, those with high return rates) should no longer be targeted.
b. concentrates on the facts of the customers' shopping experiences.
c. attempts to learn what the customers want (e.g., friendly and competent salespeople, low prices, free assembly).
d. concentrates on the identification of the demographics of the customers who walk out with salesperson-initiated contact.
e. is the most efficient way to select the best market segment to target.
Question 5What type of attitude scale is being asked when respondents in a phone survey are asked: Do you agree or disagree that the Mayor of Crestwood is doing an excellent job as Mayor?
a. Simple attitude scale
b. Likert scale
c. Stapel scale
d. Semantic differential scale
Question 6Define the term international marketing.
Question 7Filling the basket is another term for suggestion selling.
Indicate whether the statement is true or false
Question 8When respondents are asked to place company slogans that are on 3x5 cards into two piles: ones that you think you recognize, and ones that you do not recognize, what type of attitude measure is being used when a respondent places the slogan: Just do it into the pile of ones that she recognizes?
a. Sorting
b. Rating
c. Randomizing
d. Ranking
Question 9Soul Sneakers has 1,000 stores in Japan and opens 20 new stores every month. In two years, how many stores will Soul Sneakers have in Japan?
Question 10During which stage of the selling process should the retail employee establish a rapport with the customer?
a. Customer entry
b. Prospecting
c. Approach
d. Post-presentation
e. Post-sales
Question 11When Subaru of America asks new-car buyers to rate the quality of their new-car purchase on a 7-point scale where 1 = very dissatisfied and 7 = very satisfied, what type of attitude measure is being used?
a. Ranking
b. Rating
c. Sorting
d. Randomized
Question 12The Rugged Mountain After Shave Company plans to spend the following on advertising this week: four magazine advertisements at 25,000 each; three television advertisements at 35,000 each; and nine radio advertisements at 2,000 each. How much will Rugged Mountain spend on advertising this week?
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